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Shaw

Incident Management Process


Assessment

March xx, 2018


Current State Assessment
Table of Contents

 Project Background and Scope


 Service Catalogue Overview
 Current State
 Criteria for Actionable Service Requests
 Future State Service Catalogue

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Project Background and Scope
Project Background and Scope
Background
 MorganThomas was engaged by the City of Edmonton’s Open
City and Technology Branch to facilitate, manage, support and
deliver a comprehensive definition of the CoE’s technology
services and create an actionable technology service
catalogue design.

 MT worked with the City of Edmonton Open City and


Technology (OCT) personnel to define, document and agree
in-scope OCT Branch services and will produce detailed
documentation enabling the implementation of a full
technology Service Catalogue.

 This document represents the deliverable for the Discovery


phase of the project, and serves as a summary of findings that
will be used to develop Service Design Documentation. Once
documentation is created, focus will shift to creating actionable
plans to transition the City of Edmonton to the future state.

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Project Background and Scope
Scope
The overall development approach is segmented into four key phases:
1. Mobilize – Focused on engagement parameters and setting deliverable expectations

2. Discovery – Focused on current state assessment and defining the future state services.

3. Build– Focus on creating service design documentation that will allow for implementation into the service catalogue.

4. Prepare for Transition – Focused on OCM activities that will allow the City of Edmonton to maintain their service
catalogue into the future.

PHASE 4- Prepare for Transition


PHASE 1- Mobilize PHASE 2- Discovery PHASE 3- Build November 6, 2018 – December 4,
August 28, 2018 – September 10, 2018 September 11, 2018 – October 8, 2018 October 9, 2018 – November 5, 2018 2018

1. Project Charter and Plan 2. Current State Assessment 4. Service Design Documentation 5. Executable OCM Plan
3. Service Definitions 6. Knowledge Transition
Documentation
7. Workable Service Definition
Model
This document will contain all deliverables for Phase 2 as outlined in the Project Charter and as listed
above.
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Service Catalogue Overview
Service Catalogue Overview
Introduction
The IT Service Catalogue is a single source that identifies the technical capabilities provided to the City of Edmonton (CoE) by
Information Technologies (IT). It also defines and categorizes the supporting activities and efforts that IT teams execute and
provision to directly enable and support Business Services. In order to encompass all aspects of service delivery, the document
also identifies any specific external or third-party support used to provision these services (Underpinning Contracts).

This document represents the initial assessment of the CoE’s service catalogue, and will be used to complete the full future state
document. The following pages include an end-to-end assessment of existing service catalogue definitions, ITSM toolsets,
Service Agreement structure and overall management of each service entry. This document will provide an important base to
ensure easy alignment to develop a service costing model that can accurately reflect the total cost to deliver services (people,
process and technology). The correlation of technical services and supporting services will be crucial in developing a service
agreement approach that can easily be adopted from this document.

Business Area
• BUSINESS PROCESS

• BUSINESS SERVICE

• SUPPORTING AND TECHNICAL SERVICES


• APPLICATION PORTFOLIO & INFRASTRUCTURE
PORTFOLIO

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Service Catalogue Overview
Business, Technical, and Supporting Services
The Service Request Catalogue provides access to tangible items or services from IT. These services typically include assets or components that our
community can directly interface with (mobile devices, laptops, applications etc.). The audience for this view is essentially any person within the
institution that is appropriately approved or eligible.

The following is a simple visual of the relationship of the IT Services and components. Business Services will always have a relationship to more than
one supporting service.

Business Area
• BUSINESS PROCESS

• BUSINESS SERVICE

• SUPPORTING AND TECHNICAL SERVICES


• APPLICATION PORTFOLIO & INFRASTRUCTURE
PORTFOLIO

The following terms and definitions are meant to provide clarity for the ‘Information Technologies’ Service Catalogue and the service entries:
Term Definition
Business Process Processes executed by faculty and departments which have a direct or indirect correlation on the external
products and services the institution requires to provide a quality environment for education and research.
Business Service An IT service that is described in terms of outcomes or capabilities related to business processes. It is provisioned
and supported by multiple IT Supporting Services and typically both the Application and Infrastructure Portfolios.
IT Supporting or Processes and activities executed by IT staff that directly supports Business Services. In many cases these
Technical Service processes and activities leverage components from the application and infrastructure portfolios to provision the
Business Services.
Business Process Processes executed by faculty and departments which have a direct or indirect correlation on the external
products and services the institution requires to provide a quality environment for education and research.
Business Service An IT service that is described in terms of outcomes or capabilities related to business processes. It is provisioned
and supported by multiple IT Supporting Services and typically both the Application and Infrastructure Portfolios. 8
Current State
Current State
Volumetrics
Data regarding WO entry was provided for analysis. This data set included 21582 work orders that have been logged into
the Remedy platform from January 2018 to July 2018. The following are the high level findings from the data:

• 206 unique work order templates were found


• Of the 206 templates, 59 have not yet been defined in full
• These non-defined templates account for 1158/21582 WO tickets that were submitted (~5% of all WOs)
• 59 unique assignment groups were engaged in fulfilling WO requests

• 80% of all work order volume comes from 29 WO templates


• These are identified on the following slide

• 80% of all WO volume comes from 10 assignment groups


• These 10 assignment groups and WO’s are listed from slide 12 onward

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Current State
Volumetrics
Data regarding WO entry was provided for analysis. This data set included 21582 work orders that have been logged into
the Remedy platform from January 2018 to July 2018. The following are the high level findings from the data:

• 206 unique work order templates were found


• Of the 206 templates, 59 have not yet been defined in full
• These non-defined templates account for 1158/21582 WO tickets that were submitted (~5% of all WOs)
• 59 unique assignment groups were engaged in fulfilling WO requests

• 80% of all work order volume comes from 29 WO templates


• These are identified on the following slide

• 80% of all WO volume comes from 10 assignment groups


• These 10 assignment groups and WO’s are listed from slide 12 onward

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Current State
Volumetrics WO Template # of AG Volume
Customer ID - Automated Account Creation 1 (Customer IDs) 2251
Inside Info - Generic Service Request to IS 50 1285
Hardware - Refresh Standard - Request 1 (Evergreen) 1095
Cisco IP Landline - Update 2 (TELMAC and Telecom) 1022
Software - SAP - Create Work Order 8 967
Customer ID - Terminate 1 (Customer IDs) 956
Customer ID - Terminate - Delete H Drive 3 950
Software - Request - No Purchase Required 9 912
The table to the right identifies the 29 Work Order - Generic - Create 37 866
Software - Request - Purchase Required 6 568
work order templates that are used to Software - PeopleSoft - Account Updates 4 566
record 81% of all work orders. Wireless - Telus - Mobile Device - Update 2 (TELMAC and Telecom) 544
Customer ID - Add Access 7 511
Software - PeopleSoft - Application Updates 10 506
Note that 7 of the 29 WO templates Hardware - Move
Customer ID - Basic Account Update
3
13
496
444
were assigned to greater than 10 Wireless - AB Mobility - Mobile Device - New - Replacement 2 (TELMAC and Telecom) 394
Hardware - Information – Request** 9 358
assignment groups for fulfillment. Software - POSSE - Application Change 8 328
These may be indicative of a need for Software - Microsoft Office - Install 2 (IMAC and Inside Info QA) 294
Inside Info - Request Application Access 33 257
further refinement of WO templates. T3 App - Application Configuration / Customization / Enhancement* 10 230
Hardware - Desktop Laptop Net New – Acquire** 1 (IMAC) 223
Software - Information - Request 21 216
Software - Google - Update Group 5 204
Software - POSSE - Add Access 4 200
Service - Octava Request For Service*** 1 (Technology Initiative Group) 198
Customer ID - HR Staff Support** 1 (Customer IDs) 190
Customer ID - WP - Add or Change** 1 (Customer IDs) 187
Wireless - Telus - Mobile Device – Deactivate 1 (TELMAC) 183
TOTAL 17401 (81%)
*Templates that are not currently well defined
**Templates that are not identified as a high volume WO within any one assignment group 12
*** Templates that not well defined and are not high volume within any one assignment group
Current State
Volumetrics
The table below identifies the top 10 assignment groups with the highest volume of work orders. These represent
80% of the total work order volume that has been recorded in the Remedy platform. On the following pages, the list
below is further broken down into the top five services per assignment group.

Assignment Group SME Volume


Customer IDs Salim Allibhai 5633
IMAC Brent Blades 3629
TELMAC Derek Singbeil 3092
Evergreen Brent Blades 1287
SAP Application Support Amit Kumar 1007
POSSE Technical Support James Rugge-Price 744
HRIS Application Andrew Oska 552
PeopleSoft Application Support Andrew Oska 541
Google Support Stephen Mundy 400
CityOps ETS - PRS Support Roy Mesiatowsky 374
TOTAL 17259 (80%)

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Current State
Volumetrics
Assignment Total Volume of % of Overall WO Top 5 Highest Volume Services % of Total AG
Group WO in AG Volume in AG WO Volume
Customer ID - Automated Account Creation 2251
Customer ID - Terminate 956
Customer ID - Terminate - Delete H Drive 948
Customer IDs 5633 26% 89%
Customer ID - Add Access 497
Customer ID - Basic Account Update 374
Top 5 Total Volume 5026
Software - Request - No Purchase Required 857
Software - Request - Purchase Required 531
Hardware - Move 493
IMAC 3629 17% Software - Microsoft Office - Install 290 66%
Hardware - Desktop Laptop Net New – Acquire* 223
Top 5 Total Volume 2394
Cisco IP Landline - Update 984
Wireless - Telus - Mobile Device - Update 528
Wireless - AB Mobility - Mobile Device - New - Replacement 384
TELMAC 3092 14% 72%
Wireless - Telus - Mobile Device - Deactivate 183
Cisco IP Landline – New* 148
Top 5 Total Volume 2227
Hardware - Refresh Standard - Request 1095
Hardware - Refresh Surplus - Request 117
Hardware - Refresh Cascade - Request 37
Evergreen 1287 6% 99%
Hardware - Redeploy from Inventory - Request 20
Hardware - Buyout – Request* 16
Top 5 Total Volume 1285
*Templates that are not currently well defined

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Current State
Volumetrics
Assignment Total Volume of % of Overall WO Top 5 Highest Volume Services % of Total AG
Group WO in AG Volume in AG WO Volume
Software - SAP - Create Work Order 951
Inside Info - Password Reset - SAP 17
Inside Info - Generic Service Request to IS 15
SAP Application Support 1007 5% Software - Information - Request 4 98%
T3 App - Assistance / Information* 3
Top 5 Total Volume 990
Software - POSSE - Application Change 316
Software - POSSE - Add Access 197
Work Order - Generic - Create 164
POSSE Technical Support 744 3% Inside Info - Generic Service Request to IS 33 98%
T3 App - Application Configuration / Customization / Enhancement* 18
Top 5 Total Volume 728
Software - PeopleSoft - Account Updates 508
Software - PeopleSoft - Application Updates 40
Inside Info - Generic Service Request to IS 2
HRIS Application 552 3% 100%
Inside Info - Password Reset - PeopleSoft 1
Inside Info - Request Application Access 1
Top 5 Total Volume 552
Software - PeopleSoft - Application Updates 461
Software - PeopleSoft - Account Updates 55
Peoplesoft Application Work Order - Generic - Create 14
541 3% 99%
Support Inside Info - Generic Service Request to IS 5
Software - POSSE - Application Change 2
Top 5 Total Volume 537
*Templates that are not currently well defined

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Current State
Volumetrics
Assignment Total Volume of % of Overall WO Top 5 Highest Volume Services % of Total AG
Group WO in AG Volume in AG WO Volume
Software - Google - Update Group 136
Software - Google - Create New Group 68
Software - Google - Create new Business Shared Account (BSA) 57
Google Support 400 2% Software - Google - Update Business Shared Account (BSA) 40 80%
Inside Info - Generic Service Request to IS 17
Top 5 Total Volume 318
T3 App - Application Configuration / Customization / Enhancement* 102
T3 App - Assistance / Information* 82
Inside Info - Generic Service Request to IS 70
CityOps ETS - PRS Support 374 2% Work Order - Generic - Create 29 83%
Inside Info - Request Application Access 28
Top 5 Total Volume 311
*Templates that are not currently well defined

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Current State
Business and Technical Services
Furthermore, the highest volume WOs are summarized and organized below into the core business and technical services that are requested.
Service Description Business or Assignment Group % of Overall
Technical WO Volume
This service includes providing and removing access for
Access Management
people and groups to IT services, applications, information Business Customer ID’s 26%
Services and data available within the CoE.
The Application Management Service provides operational SAP Application Support, POSSE Technical
support, development and consultation for applications
Application Support, HRIS Application, Peoplesoft
supported by IT. This includes third party applications, in house Technical 18%
Management Services developed applications and applications that are hosted Application Support, Google Support,
externally in ‘the cloud’. CityOps ETS - PRS Support
This service provides management and maintenance for
managed devices within the CoE’s purview. A Managed Device
Desktop Computing is any personal computing (Mac / PC) device that is monitored
and supported by IT. Under this service the installation and
Business IMAC 17%
Services
updating of software, applications and threat or virus
protection tools is typically included.
Network and Telecom services support the voice & data
infrastructure comprised of network analysis, monitoring,
Network and Telecom security, voice, firewalls, load balancing, and circuit
provisioning.
Technical TELMAC 14%
Management Service
This includes data and voice network connectivity for all of the
City including wireless access.
The End User Computing Service supports both Business and
Information Technologies processes by providing full life cycle
End User Computing
support of workstation and laptop hardware & software, audio Technical Evergreen 6%
Management Service & visual support for meetings and meeting rooms, wireless
device hardware deployment & support, and printer support.

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Criteria for Actionable Work Orders
Criteria for Actionable Work Orders
Overview
In order to identify work orders that will provide the greatest efficiency gain if added to a self-service portal, work
orders are to be evaluated further against the below criteria.

Work Order Frequency


01 WO’s that are consistently and constantly requested. This will ensure that any idiosyncratic events that raise
frequency for short periods of time are taken into account when analyzing volume.

Volume
02 WO’s with the greatest number of requests.

Workflow Complexity
03 Once an initial shortlist is created from the above two criteria, the list will be further refined by assessing
workflow complexity, which includes the number of tasks and approvals required to fulfill the request.

SLA’s understood
04 An assessment of each WO’s SLA’s will be conducted, and those with defined SLA’s will be added to the
service portal first. This further enhances the CoE’s ability to meet it’s targets.

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Future State Service
Catalogue
Future State Service Catalogue
Overview
• TO BE COMPLETED

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City of Edmonton
Service Definitions and Service
Catalogue
Current State Assessment

October 8th, 2018


Draft V0 4